"Ms. Donovan, Due to the nature of the business, we can't offer exact arrival times. Sometimes jobs go longer than originally planned, and that's why we give two hour time windows to our clients. We were set to arrive 45 minutes into your scheduled time frame, but unfortunately you were unavailable at that time, which is why we had to reschedule. As for the second visit, you never informed us that you were at a doctor's appointment. We were calling because we had a technician sitting outside of your house during the time we were scheduled to be there. It was never our intention to be rude. Had we known that you had a doctor's appointment, we could have rescheduled ahead of time, instead of wasting another trip. When our schedules finally aligned, we came out to test your shower drain, which is the initial issue that caused you to requested an appointment. That is what you were charged for. We provided you with a no-obligation quote to supply all labor and procure all materials needed to replace your toilet and were on our way. I'm sorry you feel that we failed to live up to your expectations, but we had to make three trips to try to assist you, and you were only charged for one of them. It is never our intention to "BS" our clients. We pride ourselves on offering quality service for a fair and honest price. I think that the rest of our reviews make that clear. If you would like to discuss this further, please contact our office at 703-542-4076. Thanks again for the opportunity."